Zendesk

20 tools available · 2 triggers

Zendesk provides customer support software with ticketing, live chat, and knowledge base features, enabling efficient helpdesk operations and customer engagement

crm customer support

Connect Zendesk Visit Zendesk ↗

Connect Zendesk to Definable to enrich new leads, route deals by ICP, flag stalled opportunities. Personas call Zendesk's 20 tools (and react to 2 triggers) directly from chat or scheduled flows. Wire it to a sales persona to keep records clean, score in real-time, and surface what needs attention.

Common workflows with Zendesk

Enrich every new lead

Webhook on lead create
Persona enriches with public sources
Writes back firmographic and technographic data

Auto-route hot deals

Score new opportunities by intent
Match to the closer with the right ICP
Notify both in Slack

Stall detection

Find deals with no activity in 14 days
Draft a re-engagement message per persona
Queue for sales rep approval

Zendesk actions 20

Every Zendesk action below is a callable tool any Definable persona can invoke.

Count Zendesk Organizations

Count the number of organizations in Zendesk. Returns a single numeric total only — no names, IDs, or custom fields. Use ZENDESK_GET_ALL_ZENDESK_ORGANIZATIONS for per-organization detail.

Create Zendesk Organization

Create an organization in Zendesk. Both `name` and `external_id` must be unique across the account; verify no duplicates exist before calling. Returns `data.id` — persist it for subsequent update or delete operations.

Create Zendesk Ticket

Create a ticket in Zendesk with full support for all ticket fields. Returns `ticket_id` and `ticket_url`; use ZENDESK_GET_ZENDESK_TICKET_BY_ID for the full ticket object.

Create Zendesk User

Tool to create a new user in Zendesk. Search for existing users first to avoid duplicate accounts with the same email. Use when you need to onboard a user with specific details.

Delete Zendesk Organization

Delete an organization in Zendesk. This operation is irreversible; confirm organization_id and get explicit user confirmation before calling.

Delete Zendesk Ticket

Permanently deletes a ticket in Zendesk, including its entire conversation history. This action is irreversible; always confirm the correct ticket_id before executing.

Delete Zendesk User

Tool to permanently delete a user from Zendesk. Use when you need to remove a user account. This action cannot be undone and requires appropriate admin permissions.

Bulk Delete Zendesk Organizations

Tool to bulk delete Zendesk organizations. Irreversible — confirm ids/external_ids before calling. Use when cleaning up test data or removing obsolete organizations in one call. Returns a job_status payload (initial status typically 'queued'); deletions complete asynchronously and may require follow-up polling to confirm completion.

Get Zendesk About Me

Get information about the currently authenticated user in Zendesk. Returns only the caller's own account; to look up other users, use ZENDESK_SEARCH_ZENDESK_USERS. Response nests the user object under data.owner_info.user. Useful for verifying the acting user's identity and permissions before performing bulk operations.

Get Zendesk Organizations

Get all organizations in Zendesk. Returns results nested under an 'organizations' array; an empty list is valid. Accepts no server-side filters — all filtering by name, domain_names (an array field), or organization_fields must be done client-side. Large accounts require pagination; missing pages will undercount results. Multiple organizations may share similar names or domains — always disambiguate using external_id or domain_names and confirm organization_id before acting. Avoid repeated full-list fetches on large accounts; cache or batch client-side instead.

Get User

Tool to fetch a single Zendesk user by numeric user_id. Use when you have a user ID from ticket payloads (requester_id, submitter_id, assignee_id, author_id) and need to enrich with full user details (name, email, role, organization_id, etc.).

Get Zendesk Organization

Get metadata for a specific Zendesk organization by ID. Response fields are available under data.organization_info. Does not return member/user lists.

Get Zendesk Ticket

Get ticket details from Zendesk. Response wraps all data under a top-level `data` key; access `data['comments']` for comments and `data['comments'][i]['attachments']` for attachments (attachments unavailable from list endpoints). Each comment has both `html_body` and plain `body` fields — choose appropriately. Fields like `subject`, `organization_id`, `author_id`, and `body` may be null; handle defensively. First comment in `data.comments` is not necessarily from the requester — compare `author_id` against ticket `requester_id` to identify requester messages. For bulk calls, honor `Retry-After` headers on HTTP 429.

List Tickets

List Zendesk tickets with pagination and filtering. Only server-side filter available is external_id; status, priority, tags, assignee_id, and date-range filters must be applied client-side. Timestamps (created_at, updated_at) are ISO 8601 UTC. ticket.subject may be null — coerce to string before filtering. Attachments are not included; retrieve via ZENDESK_GET_ZENDESK_TICKET_BY_ID. HTTP 429 rate limit responses include Retry-After header; apply exponential backoff. Paginate by following next_page until null to avoid missing tickets.

List Users

Tool to list/enumerate Zendesk users via the Users API. Use when you need to export or iterate through the user directory without a specific name/email filter. Supports both cursor and offset pagination.

Reply to Zendesk Ticket

Action to reply to a Zendesk ticket by adding a comment.

Search Zendesk

Tool to search for tickets, users, organizations, and groups in Zendesk using query syntax. Use when you need to find resources across Zendesk using flexible search criteria.

Search Users

Tool to search Zendesk users by email or name. At least one of 'email' or 'name' must be provided; pagination-only calls fail. Results span all roles (end-users, agents, admins); filter by 'role' client-side if needed. No org-scoped filtering — filter by 'organization_id' client-side. A response with count=0 and empty users array means no match, not an error. Use before ticket creation to confirm user identity.

Update Zendesk Organization

Update an organization in Zendesk. After updating, re-fetch via ZENDESK_GET_ZENDESK_ORGANIZATION if downstream logic depends on current data.

Update Zendesk Ticket

Tool to update a ticket in Zendesk. Use when you need to modify ticket fields like status, priority, or subject after confirming the ticket ID.

Frequently asked questions

What can I automate with Zendesk on Definable?

Anything Zendesk exposes through its API. Common crm workflows on Definable include enrich new leads, route deals by ICP, flag stalled opportunities. Personas can call any of the 20 Zendesk tools directly, or react to its 2 triggers, then chain the result into another integration without you writing code.

How does Zendesk authentication work?

Zendesk uses OAUTH2 on Definable. You connect once from the integrations page, scoped to the permissions you choose, and from then on any persona that has the integration enabled can act on your behalf. Tokens are encrypted at rest and rotated automatically.

Is the Zendesk integration included in my Definable plan?

Yes — every Definable plan, including Starter, includes access to all 20 Zendesk tools. You only need a separate Zendesk subscription if Zendesk itself charges per seat or per API call.

Is using Zendesk through Definable secure?

Every call from a persona to Zendesk is logged with the user, persona, prompt, and response. Tokens never leave Definable's secrets vault, scopes are configurable per persona, and you can revoke access at any time from the integration page.

How do I get started with Zendesk on Definable?

Sign up for Definable, open the integrations page, find Zendesk, and connect via OAuth or API key. You can immediately attach Zendesk to any persona and start running workflows. The free Starter plan includes 5,000 credits/month.

What Zendesk actions does Definable expose?

Definable exposes all 20 Zendesk actions as callable tools — including `Count Zendesk Organizations`, `Create Zendesk Organization`, `Create Zendesk Ticket`, plus 17 more. Each tool gets a typed parameter schema so personas know exactly how to call it.

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